Returns & Warranty Policy

Last updated: 14 September 2026

This policy governs returns, replacements, refunds and warranty support for products bought from Access World through www.accessworld.in, our WhatsApp assistant or our Experience Store. It is to be read with our Terms & Conditions and Shipping & Delivery Policy, and is published in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 (as amended in 2026). By placing an order, making a payment or accepting delivery you confirm that you have read and agree to this policy.

1. Our products

Every product we sell is genuine, brand-new and unused, sourced from the brand or its authorised Indian distributor, and supplied in the manufacturer’s original sealed packaging with a GST invoice from Access World. Warranty differs by product: where a warranty applies, its duration is stated on the product page; some products are sold without any warranty, and this is clearly marked on the product page before you buy.

2. No change-of-mind returns

We do not offer returns, exchanges or refunds for change of mind, incorrect choice, buyer’s remorse, gifting, or personal preference regarding colour, fit, comfort, sound, size, features or performance that match the product description. All sales are final except as set out in sections 3 and 4.
Personal reactions to a product used as intended, for example fit, pressure, heat, noise, smell, headache, dizziness or skin sensitivity from headphones, earbuds, wearables, massage or grooming devices, are not product defects and are not grounds for return, unless the brand’s authorised service centre confirms a manufacturing defect. Please read the manufacturer’s instructions and warnings before use and discontinue use if you experience discomfort.
Hygiene-sensitive products are non-returnable once the seal is opened: in-ear and on-ear headphones and earbuds, personal-care, grooming and oral-care devices, wearables and smart rings, massage and recovery devices, bedding and sleep products, bottles and drinkware, and consumables (filters, pods, capsules, cartridges). This is disclosed on the product page before purchase.

3. What we do accept, your statutory rights

Nothing in this policy removes your rights under the Consumer Protection Act, 2019. You are entitled to a repair, replacement or refund (at our option, and subject to the process in section 5) where a product is:

Dead on arrival (DOA): the product does not power on or has a manufacturing fault at first use, reported to us within 7 days of delivery. DOA support is available on all products, including those sold without warranty;
Damaged in transit, reported within 48 hours of delivery with photographs of the product, inner and outer packaging and shipping label, and an unboxing video wherever available;
Not what you ordered, wrong product, variant or a missing item, reported within 48 hours of delivery with the same evidence.

Evidence required for every claim: order number and invoice, the product serial number, clear photographs of the product, its serial label, inner and outer packaging and the shipping label, and a video demonstrating the fault or damage. Access World assesses each claim on this evidence, may require the product to be examined by the brand’s authorised service centre, and decides whether the claim qualifies and how it is resolved. Claims raised outside these windows, without complete evidence, or where the serial number does not match our records are declined.

4. Warranty

Where a product carries a warranty, it is provided by the manufacturer or its authorised Indian importer under its terms, summarised on the product page. Access World assists with warranty claims but does not itself provide a warranty unless the product page expressly says so.
Products sold without warranty are clearly marked on the product page. They are covered only for transit damage, wrong item and dead-on-arrival claims under section 3; no repair, replacement or refund is available for any fault that arises after delivery.
Defects arising after delivery within the warranty period are handled by the brand’s authorised service network in India. We will help you register the claim, and where the brand requires it, route the product through us.
Warranty does not cover: physical or liquid damage, wear and tear, consumables and batteries beyond their stated life, cosmetic marks that do not affect function, unauthorised repair or modification, use contrary to the manufacturer’s instructions, third-party accessories, or damage from power surges or improper voltage.
Replacements may be new or manufacturer-refurbished at the brand’s discretion, and carry the balance of the original warranty unless the brand states otherwise.

5. Return process, evidence and risk in transit

Contact us first. Write to us with your order number, a description of the issue, photographs and video. Our team will assess the claim and, where needed, arrange an assessment by the brand’s service centre.
Return Authorisation (RMA) is mandatory. Do not send any product back without our written RMA. Parcels sent without an RMA may be refused, and no refund or replacement is due for them.
We arrange pickup. Where a return is approved, we will arrange collection through our courier partners at our cost wherever the pin code is serviceable. Please pack the product in its original packaging with all accessories, manuals and freebies, and hand it over only against the courier’s pickup scan.
If you ship it yourself. If pickup is not possible, or you prefer to send the product yourself, you must use a tracked and insured courier and keep the receipt. Approved return shipping is reimbursed up to INR 300 against the receipt. The product remains at your risk until we receive and sign for it. Access World is not liable for, and no refund, replacement or credit is due for, a return parcel that is lost, delayed, damaged or tampered with in transit to us. Your remedy for such loss is against your courier or its insurance.
Inspection. Every returned product is inspected on receipt against the packing video and our records. If the product is not as described in the claim, shows use beyond inspection, is missing parts, or has been tampered with, we may reject the return and send the product back to you at your cost, or deduct the diminished value.
Resolution. Approved claims are resolved by repair, replacement or refund at our option. Refunds are made to the original payment method within 7-10 business days of approval; COD refunds are made by bank transfer to an account in the customer’s name.

6. Cancellations, refusal of delivery and chargebacks

Prepaid orders can be cancelled free of charge before dispatch. After dispatch, an order cannot be cancelled; a refused or uncollected parcel is treated as a cancellation and, once received and verified sealed and unused, is refunded less the forward and return shipping costs actually incurred.
Please contact us before raising any payment dispute. A chargeback raised for an order that was delivered to the address you provided, refused or not collected by you, or is being handled under this policy will be contested with our delivery, packing and correspondence evidence, and we reserve the right to recover the disputed amount and related costs and to refuse future orders.

7. Right to refuse claims

We may refuse a return, replacement, repair or reimbursement where we reasonably determine that the defect is due to misuse, accident, unauthorised modification or neglect; the claim is fraudulent, the evidence is altered or misleading, or the product returned is not the product we supplied (serial numbers are recorded); the product has been used in a manner inconsistent with the manufacturer’s instructions; or the customer has a history of abusive returns or disputes. We will tell you the reason in writing.

8. Limitation of liability

To the maximum extent permitted by law, our total liability for any product is limited to the price you paid for it, and we are not liable for indirect, incidental or consequential loss. Access World is a seller and not the manufacturer; product-liability claims for design or manufacturing defects lie against the manufacturer or its Indian importer named on the product page, and we will assist you in raising them. Nothing here limits liability that cannot be excluded under Indian law.

9. Grievance redressal

Customer care: +91 97731 47046 / +91 98705 99153 (Mon-Sat, 11:00-20:00 IST), WhatsApp +91 84240 40700, phoenix@accessinfoworld.com. If your issue is not resolved, escalate to our Grievance Officer, Bhavikk, Access World, 238 NM Joshi Marg, 2nd Floor, Pragati Industrial Estate, Lower Parel (E), Mumbai 400011; phoenix@accessinfoworld.com; +91 98705 99153. Complaints are acknowledged within 48 hours, a copy of the recorded complaint is provided, and we aim to resolve them within one month. You may also contact the National Consumer Helpline on 1915.

10. General

This policy is governed by the laws of India, subject to the dispute-resolution clause in our Terms & Conditions, with courts in Mumbai having jurisdiction save where consumer law provides otherwise. We may update it from time to time; the version published at the time of your order applies to that order.